System and method for automatic insertion of call intelligence in an information system

ABSTRACT

Systems and methods for providing automatic insertion of call intelligence in an information system are provided. In exemplary embodiments, new call detail records are accessed. At least one individual associated with the new call detail record may then be identified, and a subject matter associated with the new call detail record determined. A call intelligence record based on the identified individual and the subject matter is then generated and automatically inserted into the information system.

CROSS REFERENCE TO RELATED APPLICATIONS

The present application is a Continuation of U.S. Nonprovisionalapplication Ser. No. 16/431,911 filed 5 Jun. 2019; which is aContinuation of U.S. Nonprovisional application Ser. No. 12/405,197filed 16 Mar. 2009; which are incorporated herein by reference in itsentirety.

TECHNICAL FIELD

Embodiments of the present invention relate generally to communicationsystems and more particularly to providing automatic insertion of callintelligence in a customer information system.

BACKGROUND

Conventionally, a customer relationship management (CRM) system isutilized to allow a company to measure, control, and maintain records ofcontacts with their customers. The contact may be by such means as phonecalls, mail, and e-mails. The data that is maintained by the CRM systemmay then be used to measure effectiveness of employees, analyze customerrelationships, or perform other analysis and reporting functions. Assuch, the CRM system may comprise a collection of data aboutinteractions with the company's customers. As a result, an agentassociated with the company is able to look up a customer's record onthe CRM system.

In terms of phone calls made between agents and customers, traditionalCRM systems rely on the agents to enter call details into records of theCRM system. For example, the agent may be asked to access a computer andmanually type in information related to the phone call (e.g., date,duration, subject matter of the phone call). Unfortunately, there aremany disadvantageous to relying on an agent to enter the call details.First, the agent may forget or decide not to manually enter the calldetails resulting in no record of the customer contact at all in the CRMsystem. Even if the agent does enter the call details, the call detailsmay be subject to human error (e.g., typographically mistakes).

Therefore, there would be an advantage to having a system that allowsfor automatic insertion of call intelligence into a customer informationsystem.

SUMMARY

Embodiments of the present invention provide systems and methods forautomatic insertion of call intelligence in an information system. Inexemplary embodiments, new call detail records are accessed. At leastone individual associated with each new call detail record may then beidentified. The individual may be one or more customers with anestablished relationship with an organization associated with theinformation system. The individual may also be one or more agentsassociated with the organization.

A subject matter associated with the new call detail record is thendetermined. In exemplary embodiments, heuristics may be utilized wherebyqueries to records stored in an information database may be used todetermine a most likely subject matter associated with the new calldetail record. A call intelligence record based on the at least oneidentified individual and the most likely subject matter is thengenerated. The call intelligence record is then automatically insertedinto the records of the information system.

DESCRIPTION OF DRAWINGS

FIG. 1 is a diagram of an exemplary environment in which embodiments ofthe present invention may be practiced.

FIG. 2 is a block diagram of an exemplary data center system.

FIG. 3 is a block diagram of an exemplary phone system engine.

FIG. 4 is a block diagram of an exemplary customer information systemengine.

FIG. 5 is a flowchart of an exemplary method for automatic insertion ofcall intelligence in a customer information system.

FIG. 6 is a flowchart of an exemplary method for generating a callintelligence record.

FIG. 7 is a block diagram of a digital device which may be used inaccordance with exemplary embodiments.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS

Embodiments of the present invention provide systems and methods forautomatic insertion of call intelligence in an information system, suchas for example, a customer information system. In exemplary embodiments,a call intelligence record is automatically generated based at least ona call detail record from the phone system and data from the informationsystem. The call intelligence record may comprise details regarding aphone call between an agent of a company or organization, which owns, oris otherwise associated with, the information system, and a customer oruser talking to the agent. The call intelligence record may include, forexample, call date, duration, name of parties, and subject matter of thephone call. The call intelligence record is then automatically insertedinto the information system and associated with the identified customeror user in the information database.

FIG. 1 shows an exemplary environment 100 in which embodiments of thepresent invention may be practiced. The exemplary environment 100comprises a data center system 102 coupled via a communication network104 to one or more user sites 106. The communication network 104 maycomprise one or more local area networks or wide area networks, such as,for example, the Internet.

In exemplary embodiments, the data center system 102 is configured togenerate the call intelligence records and automatically forward thegenerated call intelligence record to the user site 106. While only onedata center system 102 is shown in the exemplary environment 100,alternative embodiments may comprise more than one data center system102. For example, the data center systems 102 may be regionallyestablished. The data center system 102 will be discussed in more detailin connection with FIG. 2.

The exemplary user site 106 is associated with a company, business,and/or organization using embodiments of the present invention. In someembodiments, the organization may provide sales, services, and/orsupport to their customers. In exemplary embodiments, the user site 106may comprise a phone system 108 and a customer information system 110.Additionally, the user site 106 may comprise modules and data whichallow the user site 106 to communicate with the data center system 102.The modules and data may be preinstalled at the user site 106.Alternatively, the modules and data may be downloaded to the user site106 at a later time (e.g., upon first contact with the data centersystem 102). While only one user site 106 is shown, any number ofdifferent organizations may have user sites 106 coupled to the datacenter system 102.

In exemplary embodiments, the phone system 108 is, or is associatedwith, a PBX system. The phone system 108 may include one or more storagemedia or devices comprising a call detail record (CDR) write module 112,a local call detail record (CDR) database 114, and a call recordingmodule 116. The phone system 108 may comprise other components notdirected to embodiments of the present invention.

The CDR write module 112 may be configured to automatically record calldetails of the phone call. These call details—may include a phone numberor other identifier (e.g., caller ID) of the customer, duration of thecall, and agent or agent identifier associated with the user site 106.The call detail record is then stored in the local CDR database 114. Aswill be discussed in further detail below, the local CDR database 114may be accessed by the data center system 102, and the call detailrecords may be subsequently used to generate call intelligence records.

In some embodiments, the phone system 108 may record the phoneconversation between the customer and the agent. In these embodiments,the call recording module 116 performs the automatic recording andstoring of the recording to the local CDR database 114 or anotherdatabase associated with the phone system 108. These call recordings maybe automatically associated with the customer information system 110 inconjunction with the call intelligence records as will be discussed infurther detail below. For example, the call recording may be stored tothe customer information system 110 via the data center system 102 oncethe identity of the customer is determined. Alternatively, a link may beprovided in the customer information system 110 to the call recording.It should be noted that the call recording module 116 is optional invarious embodiments.

The exemplary customer information system 110 is configured to store andmaintain customer information records. These customer informationrecords may be used by agents, managers, or any other person associatedwith the organization or user site 106 to review past dealings with acustomer. In exemplary embodiments, the customer information system 110may comprise one or more storage media or devices comprising a localcustomer information database 118 and a workflow module 120. Thecustomer information system 110 may also comprise other components notdirected to embodiments of the present invention. In variousembodiments, the customer information system 110 may be a customerrelationship management (CRM) system, finance system, enterpriseresource management (ERM) system, ticketing system, or any othercustomer data warehousing system.

The local customer information database 118 is configured to store thecustomer information records for the user site 106. The customerinformation records comprise information related to interactions betweenagents or individuals associated with the user site 106 and theircustomers. Such information may include date, duration, and subjectmatter of the interaction along with identity of the individuals (e.g.,agents, customers) involved.

The workflow module 120 is configured to generate workflow based ontriggers associated with the customer information records. In someembodiments, the workflow module 120 may access customer informationrecords and determine if opportunities or other actions have beenfollowed up on or performed. For example, notifications may be generatedand sent to a manager when an opportunity has passed a threshold datewithout any action. In another example, the opportunity may bereassigned to a different agent when the threshold date has passedwithout action by an original agent. The workflow module 120 maygenerate any workflow that can be contemplated for use on the customerinformation system 110. It should be noted that the workflow module 120may be located at the data center system 102 in alternative embodiments.

The environment 100 of FIG. 1 is exemplary. Alternative embodiments maycomprise any number of data center systems 102 and user sites 106coupled together via any type of one or more communication networks 104,and still be within the scope of exemplary embodiments of the presentinvention. Furthermore, each user site 106 may comprise any number ofphone systems 108 and customer information systems 110.

Referring now to FIG. 2, the exemplary data center system 102 is shownin more detail. In exemplary embodiments, the data center system 102 maycomprise one or more servers 200, each of which may comprise a processor202, a communication interface 204, and one or more storage device(s)206. The communication interface 204 is configured to enable the server200 to communicate via the communication network 104. In variousembodiments, the communication interface 204 may comprise ports, otherhardware, and/or software that allow for communications to and from theserver 200.

The storage device(s) 206 may comprise storage for a plurality ofapplications, components, and modules. In the present embodiment, thestorage device(s) 206 comprises a phone system engine 208, a customerinformation system engine 210, and an analysis module 212. In variousembodiments, the storage device(s) 206 may comprise memory devices,tape, disks, or integrated circuits. It should be noted that thecomponents shown in the storage device 206 may, in alternativeembodiments, be hardware or firmware components.

The phone system engine 208 is configured to interact with the phonesystem 108. In exemplary embodiments, the phone system engine 208accesses and/or obtains (e.g., copies) call detail records from thecoupled phone system 108. The phone system engine 208 may also accessand/or copy recorded calls stored on the phone system 108. In someembodiments, the phone system engine 208 provides information from thedata center system 102 to the phone system 108. The phone system engine208 will be discussed in more detail in connection with FIG. 3.

The customer information system engine 210 is configured to interactwith the customer information system 110. In exemplary embodiments, thecustomer information system engine 210 trades data with the customerinformation system 110. Specifically, the customer information systemengine 210 uses data received from the customer information system 110to generate call intelligence records, which are then automaticallytransferred and stored to the customer information system 110. Thecustomer information system engine 210 will be discussed in more detailin connection with FIG. 4.

The exemplary analysis module 212 is configured to perform analysis onthe customer information records. In exemplary embodiments, the analysismodule 212 is configured to measure effectiveness of employees, analyzecustomer relationships, and/or perform other analysis and reportingfunctions. For example, a manager may be able to track what each of hisagents are doing (e.g., how often they follow up on opportunities,average time for follow up, which clients are being neglected, etc.). Bytracking each agent's productivity and follow-up habits, the manager canassess how each of his agents is performing. It should be noted that insome embodiments, the analysis module 212 may be located at the customerinformation system 110.

It should be noted that the data center system 102 of FIG. 2 isexemplary. Alternative embodiments may comprise varying numbers ofcomponents and other components, and still be within the scope ofexemplary embodiments. For example, any number of servers 200 maycomprise the data center system 102.

Referring now to FIG. 3, the exemplary phone system engine 208 is shownin more detail. The phone system engine 208 is configured to exchangeinformation between the phone system 108 and the data center system 102.The phone system engine 208 may comprise a call detail record (CDR)module 302 and a global CDR database 304. The CDR module 302 isconfigured to access new call detail records stored in the local CDRdatabase 114. The call detail records may be accessed periodically(e.g., every 5 minutes) or in real-time by the CDR module 302. Inaccordance with one embodiment, the CDR module 302 may establish an APIto the phone system 108 for exchange of data. In other embodiments, thecommunication interface 204 may establish and maintain the API to thephone system 108.

In some embodiments, the CDR module 302 will copy call detail recordsfrom the local CDR database 114 of the phone system 108 onto the globalCDR database 304. The copied call detail records may comprise all thecurrent call detail records or only the new call detail records sincethe last copy process. In situations where all current call detailrecords are copied, the CDR module 302 may perform analysis to determinewhich call detail records are new. In alternative embodiments, calldetail records are not copied to the global CDR database 304. Instead,the CDR module 302 will communicate via the phone system API with thephone system 108 to exchange call detail record information.

Once the new call detail records are available to the data center system102, the customer information system engine 210 will analyze each calldetail record in order to generate a call intelligence record based oneach call detail record. FIG. 4 illustrates the exemplary customerinformation system engine 210 in more detail. The customer informationsystem engine 210 is further configured to exchange information betweenthe customer information system 110 and the data center system 102. Theexchange of information may be facilitated via a customer informationsystem API. The customer information system API may, in someembodiments, be established and maintained by the communicationinterface 204. In exemplary embodiments, the customer information systemengine 210 comprises a heuristics module 402, a call intelligencegenerator 404, and a global customer information database 406.

The exemplary heuristics module 402 is configured to perform analysis oninformation associated with the call detail records in order to assignproper call intelligence to correct customer information records. Inaccordance with one embodiment, the heuristics module 402 may query thephone system 108, the customer information system 110, or a combinationof both in order to perform the analysis. With respect to the phonesystem 108, the heuristics module 402, may query the phone system 108for an identity of an agent associated with a particular phone call andcall detail record. Alternatively, the agent's identity may already bestored in the call detail record. In this case, the heuristics module402 may pull this information from the call detail record.

With respect to the customer information system 110, the heuristicsmodule 402 may perform a series of queries in order to identify acustomer and subject matter associated with the call detail record. Forexample, the heuristics module 402 may query the local customerinformation database 118 to determine if a customer in the customerinformation database 118 is associated with a caller ID from the calldetail record (e.g., phone number that is called or from which a callwas received). If a customer is identified, then the heuristics module402 may perform more queries to determine a most current or likelysubject matter that is associated with the identified customer. Forexample, a relationship may exist between the identified customer andidentified agent regarding a particular sales opportunity. Therefore,the heuristics module 402 may conclude that a phone call between thesetwo individuals is likely concerning this particular sales opportunity.Further discussion of the heuristics process will be provided in FIG. 6below.

The exemplary call intelligence generator 404 is configured to generatea call intelligence record based on the call detail record and resultsfrom the heuristics module 402. For example, the call detail record mayrecord a caller identifier (e.g., caller ID number) of both a customerand an agent, the date and time of the call along with duration of thecall. The heuristics module 402 may determine the identity of thecustomer (e.g., Bob Jones at XYZ Company) and the subject matter of theconversation (e.g., purchase of model X computers). In some embodiments,the identity of the agent (e.g., Sally Salesperson) may be determinedfrom the call detail record. In other embodiments, the heuristics module402 may determine the identity of the agent or associates of the agent.Based on all this information, the call intelligence generator 404 willgenerate a call intelligence record that may be automatically injectedinto the local customer information database 118 at the customerinformation system 110 and associated with the identified customer. Inthe present example, the call intelligence record may read “On Jan. 10,2009, Sally Salesperson called Bob Jones to discuss the purchase ofmodel X computers. The call lasted 25 minutes.”

Once generated, the call intelligence record may then be automaticallyinserted into the customer information system 110 and become a new entry(i.e., new customer information record) in the customer informationdatabase 118. In some embodiments, the call intelligence record may beinserted periodically (e.g., every five minutes). In these embodiments,the call intelligence record may be stored in a cache or the globalcustomer information database 406 until transmission to the customerinformation system 110. In alternative embodiments, the callintelligence record may be automatically inserted in real-time (e.g.,upon generation).

In some embodiments, a local copy of the customer information database118 of a user site 106 (also referred to as a customer site) may bestored or cached in the global customer information database 406. Inthese embodiments, the heuristics module 402 does not need to query thelocal customer information database 118. Instead, the heuristics module402 may simply query the global customer information database 406.Subsequently, the generated call intelligence record may be stored tothe global customer information database 406. Periodically or inreal-time, the local customer information database 118 and the globalcustomer information database 406 may be synchronized thus allowing newcustomer information records to be included in the global customerinformation database 406 while injecting the generated call intelligencerecords onto the local customer information database 118.

Once stored to the customer information database 118 or 406, variousreports or workflow may be generated based on the customer informationrecords. For example, the workflow module 120 may track the customerinformation records and entries to trigger workflow. Alternatively, theanalysis module 212 may generate reports based on the customerinformation records.

Referring now to FIG. 5, a flowchart 500 of an exemplary method forautomatic insertion of call intelligence in the customer informationsystem 110 is shown. In step 502, a CDR database is accessed. In someembodiments, the CDR module 302 may access the local CDR database 114.In other embodiments, the call detail records in the local CDR database114 may be copied to the global CDR database 304 by the CDR module 302.The call detail records may be accessed and/or copied periodically or inreal-time.

New call detail records are determined in step 504. In one embodiment,the CDR module 302 may determine which call detail records have not beenpreviously processed. For example, call detail records with generationtimestamps after the last access or copy process may be determined to benew. Analysis of the new call detail records may then be performed bythe customer information system engine 210.

In step 506, heuristics is performed on each of the new call detailrecords by the heuristics module 402. Heuristics performance includesquerying a customer information database (e.g., local customerinformation database 118 and/or global customer information database406) based on information contained in the call detail record. Theheuristics process will be discussed in more detail in connection withFIG. 6 below.

If a match is found in step 508 based on the heuristics processing ofstep 506, then a call intelligence record is generated in step 510. Thecall intelligence record will provide details of the phone conversationinclude the identity of the parties involved, time, duration, andsubject matter of the conversation. In exemplary embodiments, the callintelligence record is generated by the call intelligence generator 404.

The call intelligence record may then be automatically inserted into thecustomer information database 118 and/or 406 and associated with theidentified customer in step 512. the inserted call intelligence recordthus becomes a new entry or record in the customer information database118 and/or 406. The call intelligence record may be inserted into thecustomer information database 118 and/or 406 periodically or inreal-time. As a result, the customer information system 110 is able tomaintain thorough records of any communication with a customer where acall detail record can be associated with the customer.

Next in step 514, a determination is made as to whether there is anothernew call detail records to process. If there is another new call detailrecord, then the process returns to step 506 such that the informationin the new call detail record may be processed by the heuristics module402.

FIG. 6 is a detailed flowchart of the heuristics process (step 506). Inexemplary embodiments, the heuristics process is performed by theheuristics module 402. In these embodiments, the heuristics module 402queries one or more customer information databases 118 and/or 406 inorder to determine participating individuals and subject matterassociated with a particular call detail record.

In step 602, a determination is made as to whether the caller identifierin the call detail record matches an existing customer or individual inthe customer information database 118 or 406. In exemplary embodiments,the caller identifier may be a phone number or automatic numberidentification (ANI) of the customer (either calling or being called).The caller identifier may be cross-referenced with identifiers stored inthe customer information database 118 or 406 to identify the customer.

An identification of the agent associated with the user site 106 mayalso be determined or matched in step 602. In some embodiments, theagent may be identified in the call detail record. Alternatively, aquery may be made to the phone system 108 to determine the agentassociated with the new call detail record.

If a customer is identified, then a determination is made as to whetherany opportunities or subject matters the call detail records may berelated to exist in the customer information database 118 and/or 406 instep 604. Because the identity of both the customer and the agent arenow known, queries may be made to determine whether there are anyestablished relationships between the two identified individuals. Forexample, if a phone call is made between an individual in an accountingdepartment with a particular customer, then there will be no (businessor sales) opportunity associated with the call detail records. However,if the phone call is between a sales agent and a customer who, in thepast, have been discussing a purchase of a new computer system, then thesubject matter may be determined to be the a computer system salesopportunity.

If one or more subject matters are identified in step 604, then in step606, a most likely opportunity associated with the call detail record isselected. A particular opportunity or subject matter may be assigned tothe identified agent with respect to the identified customer, thusresulting in a selection of the particular opportunity or subjectmatter. Alternatively, the selected opportunity or subject matter is amost current opportunity associated with the two identified individuals(i.e., agent and customer). As a result, a particular opportunity may beidentified as the subject matter of the phone call. For example, if thecustomer has been talking to the identified agent regarding fivedifferent sales opportunities, then the most recent or current salesopportunity may be selected. Other criteria may also be utilized todetermine the most likely subject matter associated with the call detailrecord.

If in step 604 subject matters are not found associated with both theidentified agent and customer, a determination is made as to whetherthere are other individuals associated with the identified customer instep 608. For example, other individuals from the same company as theidentified customer may be in the customer information system 110 andmay have open sales opportunities with the organization. In anotherexample, one or more other agents of the user site 106 may be working onan opportunity with the identified customer, and the customerinformation records may be associated with one of these other agents. Byquerying the customer information database 118 or 406 with theseexpanded criteria, the heuristics module 402 may identify the properindividuals, subject matter, and/or opportunities which may be relatedto the call detail record. The results of the analysis in step 608 arethen filtered in step 606 to select a particular opportunity or subjectmatter to associate with the call detail record. In some embodiments,only one opportunity is identified in step 604 or step 608. Therefore,step 606 is not necessary in these embodiments.

It should be noted that the methods of FIG. 5 through FIG. 6 areexemplary methods. Alternative embodiments may contemplate differentsteps, combination of steps, or different order to the steps and stillbe within the scope of exemplary embodiments of the present invention.Additionally, some steps of FIG. 5 and FIG. 6 may be optional inalternative embodiments.

FIG. 7 is a block diagram of an exemplary digital device 700 (alsoreferred to as computing device 700) that may be used. The digitaldevice 700 may comprise devices associated with the data center system102 and user site 106 according to exemplary embodiments. The computingdevice 700 comprises a communications interface 702, a processor 704, amemory 706, and storage 708, which are all coupled to a bus 710. The bus710 provides communications between the communications interface 702,processor 704, memory 706, and storage 708. The processor 704 executesinstructions, while the memory 706 permanently or temporarily storesdata. Some examples of the memory 706 are RAM and ROM. The storage 708may also permanently or temporarily stores data. Some examples of thestorage 708 are hard disks and disk drives.

The embodiments of computing device 700 discussed herein areillustrative. As these embodiments are described with reference toillustrations, various modifications or adaptations of the methodsand/or specific structures described may become apparent to thoseskilled in the art.

The above-described functions and components can be comprised ofinstructions that are stored on a storage medium. The instructions canbe retrieved and executed by a processor (e.g., processor 704). Someexamples of instructions are software, program code, and firmware. Someexamples of storage medium are memory devices, tape, disks, integratedcircuits, and servers. The instructions are operational when executed bythe processor to direct the processor to operate in accord withembodiments of the present invention. Those skilled in the art arefamiliar with instructions, processor(s), and storage medium.

The present invention has been described above with reference toexemplary embodiments. It will be apparent to those skilled in the artthat various modifications may be made and other embodiments can be usedwithout departing from the broader scope of the invention. Therefore,these and other variations upon the exemplary embodiments are intendedto be covered by the present invention.

The invention claimed is:
 1. A system comprising: a server programmedto: read a set of data sourced from a call detail record associated witha time span from when a phone call between a first user and a seconduser is initiated and the phone call is terminated, wherein the calldetail record is stored in a first database remote from the server,wherein the call detail record is associated with the phone call; causean identification of a database record associated with the set of data,wherein the database record is associated with at least one of the firstuser or the second user, wherein the database record is stored in asecond database remote from the server; form a copy of a portion of theset of data; determine a most likely subject matter content associatedwith the copy of the portion of the set of data based on a set ofqueries to a third database and a fourth database, wherein at least oneof the third database or the fourth database is local to the server,wherein the set of queries includes (i) a first query to the thirddatabase for information relating to a phone number associated with thephone call, a duration of the phone call, and an identification of theat least one of the first user or the second user, (ii) a second queryto the fourth database for an established relationship between the firstuser and the second user based on the database record, and (iii) a thirdquery to the fourth database for a most recent subject matter contentassociated with the established relationship; cause a generation of acall intelligence record in the fourth database based on the at leastone of the first user or the second user and the most likely subjectmatter content; and cause an insertion of the call intelligence recordfrom the fourth database into the second database in association withthe call detail record in the first database responsive to thegeneration of the call intelligence record in the fourth database. 2.The system of claim 1, wherein the server is a physical server.
 3. Thesystem of claim 1, wherein the server is a single server.
 4. The systemof claim 1, wherein the server is a group of servers.
 5. The system ofclaim 1, wherein the identification is based on determining an identityof the at least one of the first user or the second user that isassociated with a caller ID in the call detail record.
 6. The system ofclaim 1, wherein the identification is based on determining a calleeagent associated with the call detail record.
 7. The system of claim 1,wherein the server is programmed to determine the most likely subjectmatter content based on determining a most recent subject matter contentassociated with the database record associated with the at least one ofthe first user and the second user.
 8. The system of claim 1, whereinthe server is programmed to determine the most likely subject mattercontent based on determining an open subject matter associated with thedatabase record associated with the at least one of the first user andthe second user.
 9. The system of claim 1, wherein the server isprogrammed to determine the most likely subject matter content based ondetermining an existing relationship associated with the database recordassociated with the at least one of the first user and the second user.10. The system of claim 1, wherein the server is programmed to determinethe most likely subject matter content based on determining otherindividuals identifications or subject matter content associated withthe database record associated with the at least one of the first userand the second user.
 11. The system of claim 1, wherein the thirddatabase is local to the server.
 12. The system of claim 1, wherein thefourth database is local to the server.
 13. The system of claim 1,wherein each of the third database and the fourth database is local tothe server.
 14. The system of claim 1, wherein each of the firstdatabase and the second database are logically situated within a usersite in communication with the server over a network.
 15. The system ofclaim 1, wherein the server includes a phone system engine and acustomer system information engine communicably interfacing with eachother such that the server is able to determine the most likely subjectmatter content associated with the copy of the portion of the set ofdata based on the set of queries to the third database and the fourthdatabase.
 16. The system of claim 1, wherein the server is programmed toread the set of data during the phone call.
 17. The system of claim 1,wherein the server is programmed to read the set of data after the phonecall.
 18. The system of claim 1, wherein the server is programmed todetermine the most likely subject matter content associated with thecopy of the portion of the set of data based on the set of queries tothe third database and the fourth database via a set of heuristics. 19.The system of claim 1, wherein the server is programmed to cause theinsertion directly responsive to the generation of the call intelligencerecord in the fourth database.
 20. A method comprising: reading, by aserver, a set of data sourced from a call detail record associated witha time span from when a phone call between a first user and a seconduser is initiated and the phone call is terminated, wherein the calldetail record is stored in a first database remote from the server,wherein the call detail record is associated with the phone call;causing, by the server, an identification of a database recordassociated with the set of data, wherein the database record isassociated with at least one of the first user or the second user,wherein the database record is stored in a second database remote fromthe server; forming, by the server, a copy of a portion of the set ofdata; determining, by the server, a most likely subject matter contentassociated with the copy of the portion of the set of data based on aset of queries to a third database and a fourth database, wherein atleast one of the third database or the fourth database is local to theserver, wherein the set of queries includes (i) a first query to thethird database for information relating to a phone number associatedwith the phone call, a duration of the phone call, and an identificationof the at least one of the first user or the second user, (ii) a secondquery to the fourth database for an established relationship between thefirst user and the second user based on the database record, and (iii) athird query to the fourth database for a most recent subject mattercontent associated with the established relationship; causing, by theserver, a generation of a call intelligence record in the fourthdatabase based on the at least one of the first user or the second userand the most likely subject matter content; and causing, by the server,an insertion of the call intelligence record from the fourth databaseinto the second database in association with the call detail record inthe first database responsive to the generation of the call intelligencerecord in the fourth database.